selfridges Reviews 3,806

Unfortunately I have to agree with majority of reviewers. I had the most painful experience trying to return an item by post. It took close to 2 months to get a refund after multiple email chasers.

Customer service were dreadful. Unhelpful. No consistency in complaint handling. Slow. No explanation for anything. Misinformation and being told a refund was on the way when it wasn’t.

Recently bought a Jellycat Bunny with Spring Blossom ears as he was sold out everywhere else so I was thrilled to find him at a great price and he was even delivered on a Sunday and packed very nicely in a box I'm very happy 😊

WARNING - DO NOT ORDER ONLINE
I returned a dress worth over £1,000 within the returns window in the same condition I received it. Selfridges refused my refund claiming an 'unremovable dirty stain' - providing no proof I caused it, no timestamps on their photos, and no evidence of the dress's condition before they dispatched it to me, no evidence of the condition of the box it was returned in. I did not cause this stain. It could have existed before dispatch, during transit to me, or during the return journey. Despite this, Selfridges have stonewalled every request for proper evidence.
Here is the most alarming part - search Trustpilot and you will find hundreds of customers describing this exact same experience. This appears to be a deliberate and systematic practice of refusing legitimate returns and hoping customers give up and walk away. I have escalated to my bank, filed a Trading Standards complaint, and am pursuing all available legal remedies.
Do not let Selfridges do this to you. If this happens to you report them to Trading Standards. I will never shop at Selfridges again and urge you to avoid them at all costs.

Avoid ordering online! I recently ordered a small box of Neuhaus chocolates (£31 including delivery) from Selfridges which arrived already out of date.

Customer services have acknowledged in writing that the product was expired on arrival. However, I have been informed that in order to receive a refund, I must return the item and await “brand inspection,” with no clear confirmation that return postage will be covered.

Expired food is, by definition, not of satisfactory quality. For a retailer positioning itself as premium, I found it disappointing that the resolution process has been procedural rather than customer focused.

After reading other recent reviews, I am also concerned to see reports from customers who state they returned goods and then experienced delays or difficulties obtaining refunds. That makes the request to send items back at personal cost feel particularly unreasonable.

I had expected a more straightforward and accountable response from Selfridges.

What was meant to be a luxury treat had became a source of disappointment and stress. My advice is avoid this online retailer.

I purchased some flowers for valentines. This was my first time ordering flowers from Selfridges,

The flowers arrived with an awful smell. It smelt like poo from a farm, also the flowers were already dying in parts.

I contacted customer services and I was informed they were waiting for a response from their supplier. 4-5 days on and still no response to my emails!

I would like a refund!

NEVER BUY ONLINE WITH SELFRIDGES !!!
Bought £700 pair of shoes, returned the shoes in the same condition just to be told there’s a scratch on the shoes and that’s why we can’t refund you. So yes, they forced the sale of the shoes by saying there’s a scratch. Worst customer service ever

Went into Birmingham Selfridges store just to browse for some shoes in the Selfridges ‘shoe’ store. Fatima came to ask if we needed any help. She was so polite, professional and helpful, ended up buying a pair of Loakes boots. The staff in this particular store are a credit to the Selfridges. I had a wonderful experience and would highly recommend it to any one looking for high quality shoes or boots.

Advise not to order online
Selfridges is NO LONGER a high end store judging by their dreadful customer service
I am unable to return a £450.00 bag just dreadful customer service

Missing item from package, customer service are refusing to refund or replace. This is both terrible customer service and a complete misunderstanding of the legal position.

Amazing help from Melanie in the Manchester City branch. After SO LONG of being matched incorrectly with foundations, Melanie took time to try many foundation matches and talk me through the process.

My husband and myself went to Selfridges Oxford street yesterday both wanting a pair of sunglasses. We chose a couple of pairs each and each pair we chose they didn’t have in stock only to order. It seems to me that now the sunglasses in Selfridges they only have display models - who wants to order a pair they should have them in stock.very disappointing as years ago we used to go and there was no trouble in buying what we wanted . Fortunately, we went elsewhere to get them. Also, I think the shoe gallery is absolute rubbish now - they used to have so many designers and styles and collections. It’s just gone downhill. Such a shame used to be my favourite store.

!!BE VERY AWARE OF CLICK AND COLLECT POLICY!!
I’m not sure how prominent it is when purchasing online what the click and collect policies are as my wife ordered a sub £25 toy and asked me to collect it as I work in London.

As it turns out she paid by Apple Pay and in which case only she can collect. Staff and customer service are less than helpful in assisting you.

Requesting to pay with alternate methods, verify via phone call and paying for it to be posted were all refused by the store.

There only solution is for it to be collected in person or wait the 7 day collection period and order online again.

For info this is a limited edition toy which is sold out (although one in her name at the collection point) which can’t be ordered again

Really disappointed

Update following contact via Trustpilot below I did contact customer services. They’re apologetic but less than helpful. They will not discuss the order with me and have only extended the collection period a short time which does not cover a time my wife will be visiting London .
She will now pay in travel more than the product costs.

I stand by this review
BE AWARE OF ONLINE PURCHASES AND ABYSMAL CUSTOMERS SERVICE

Everything that has been said here about how appalling the customer service is for online orders is true. A public information message needs to be sent: do not use Selfridges for online orders as they are completely unreliable.

I placed an online order with them to deliver goods for next-day delivery for my godson's birthday, paying an extra £10 for membership of a dreadful system called 'Selfridges+'. I received confirmation of the order by email and they've taken almost £150 in payment. Nothing was delivered; nothing has still been delivered 2 days later. I had to chase customer services only to be told that "due to an IT technical issue", the order can't be fulfilled. Nobody at Selfridges thought that they might want to advise me of this. Instead, they required me to cancel the order and re-order. There was no issue of the goods not being in stock. They have the goods; they have the details of my order; and they have accepted payment. They're simply refusing to fulfil the order whilst retaining payment, which is, of course, completely illegal. The Customer Services team are universally dreadful: arrogant and unhelpful, with no sense of service to the customer at all.

Please take seriously all of the messages on this website warning you about Selfridges: they have by far the worst customer service of any of London's department stores and simply do not care. Use the Harrods website instead. I feel so strongly about how appallingly Selfridges treats customers that I am issuing a legal claim against them and pursuing a trading standards investigation with Westminster City Council.

This review will now inevitably trigger a generic response below from Selfridges asking me to contact their Customer Services team (see previous reviews). This response is meaningless as the Customer Services team really does not want to help you - they are poorly trained and rude. Please, please, please use any other store but Selfridges for online orders.

UPDATE: And just like a clockwork, a generic reply! You couldn't make this up.
UPDATE 2: Since I wrote my review, they unilaterally cancelled my order, despite having the goods to fulfil it, and falsely claimed in the order that I had cancelled it. They sent me what appeared to be an abusive email in relation to the Selfridges+ subscription with the subject line "We hate goodbyes!" as if mocking me. This company is thoroughly dishonourable and acts in bad faith. It is as far removed from a premium retail brand as you could imagine. I am an experienced litigation lawyer in London and will be escalating my case to legal proceedings on behalf of everyone who has suffered at the hands of Selfridges in recent months.

Fantastic beyond expectations provided by Maria at Giorgio Armani Selfridges in the UK. Personable, kind, knowledgable and amazing at her job. My eyes are notorious for watering her gentle attention meant no watery eyes - no mean feat. She really excelled, all the staff I spoke to on Tuesday 12th Feb around 3pm were really helpful but Maria was outstanding

I got great prices for shopping last week, loads of things on sale. Check out their clarence section

I visited the NIKExSKIMS pop up in Selfridges London and had the most pleasant experience with a lovely sales associate called Alannah. She was warm, friendly and professional and immediately asked me if I had a Selfridges key. I was happy because I am a Selfridges key holder and I actually worked on its activation! Thank you Alannah for your great service and energy and packing my goodies!

Don’t bother with these people anymore. Been sold to a Thai conglomerate (who incidentally have also driven KaDeWe into the ground by stripping everything down to 0). Been a member for years, used to receive outstanding customer service when selfridges was family owned. The thai’s must have outsourced- foreign sounding person asks me for personal details after i gave order
Number and other details - some Andrei Gh (presumably in ukraine or romania or elsewhere in eastern europe) cannot answer a simple question where customers parcel is? Instead, replies to customer (who has sent a photo of these details already & wants to know where her next day delivery has disappeared to) “would you mind if we got the formalities out of the way, first? This is to ensure that your personal data is secure as per the UK Data Protection Act.

Kindly provide me with the following, as found on your personal details page in your Selfridges account:

» Full name

» E-mail address or phone number

This is what a Thai conglomerate teach their outsourced admin clerks whom they undoubtedly pay peanuts and asks them to repeat themselves with idiotic GDPR requests! For a lost parcel! FYI you are not bound by the FCA yet or were you trying to sell me insurance instead without my knowledge? Then thy cancel the order saying “been lost”… SPEECHLESS Harrods, HARVEY NICHOLS, Liberty you have won a new customer- selfridges exists in name only and you better refund my yearly unlimited next day delivery. Perhaps offer your outsourced staff a job in your thai head office - where they can regurgitate unnecessary GDPR requests for your board of directors. And don’t bother replying to my review either - ANOTHER 1 star for you (seems all they get these days a - unsurprisingly) if i could give minus - 1 I would have

I bought an item costing $130, delivery costs were not visible before confirming purchase, so after confurmation the price spikes to $199, so I don’t put the transaction through. Then a week later I get a confirmation request on my card for $295. It a sam site. Stay away.

I purchased a leather handbag online from Selfridges, tried in on for 30 seconds, placed it back in the packaging and sent it back to them straight away. They are now refusing to give me a refund saying that the item is scratched. I asked customer services for photos of the item and packaging as proof, which they have totally ignored and they sent the handbag back to me the next day.
Upon receiving the item I can see no scratches! I can see some natural variations in the leather which would have been there when the item is sent to me.
I asked for my complaint to be escalated and have received no correspondence so I assume I am now being ignored!

Having discovered the wrong item had been placed in my bag I sent two items tracked back to the store. In order to process the refund it took, 2.5 weeks, 15 telephone calls and 9 emails, frankly broken at the end. There was one shining star , the person who replied to this reveiw, Sheree was the hero at the end of the day